Nearshore BPO Case Study
Plugg Technologies is Transforming Client Support with Nearshore BPO Teams
Overview
Our client, a U.S.-based business, required a highly secure, dedicated team to handle sensitive customer interactions. Previously, they worked with an onshore company, but the results fell short of their needs. Plugg Technologies stepped in to deliver a tailored solution that addressed their concerns and improved efficiency.
The Challenges
- Low Call Volumes, Low Priority: The onshore team’s downtime led to delays and dropped calls, as they were assigned other clients during idle time.
- Lack of PCI Compliance: Shared equipment raised concerns about meeting PCI standards for handling sensitive financial data.
- Overpriced Service: The client was being overcharged for subpar service and poor security protocols, and their vendor was looking to double the cost.
Our Solutions
- 100% Dedicated Team: The dedicated team was available 100% of the time, resulting in faster response times and no dropped calls.
- High-Security Laptops: We provided laptops with encryption, VPNs, and disabled ports, ensuring PCI compliance.
- Experienced Specialists: We sourced only senior-level experts skilled in handling sensitive financial and technical information.
The Results
Full Availability , Zero Downtime:
The dedicated team was available 100% of the time, resulting in faster response times and no dropped calls.
Enhanced Security and Compliance:
The client met all PCI compliance requirements, safeguarding sensitive data with peace of mind.
Same Cost, Greater Value:
Without increasing the budget, the client received higher-quality service and direct communication with the nearshore team, all within the same time zone.
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